Sr. Program Manager, Field Support Partner, Worldwide Grocery Stores (WWGS) Operations Business Support

Amazon • Austin, TX

1d

About The Position

The Sr. Program Manager, Field Support Partner drives operational excellence by
enabling Field Support leadership to measure and optimize team effectiveness
across WWGS operations. This role combines program management rigor with data
analytics to govern critical business processes, extract actionable insights
from qualitative reviews, and ensure Field Support resources deliver maximum
impact. You'll establish governance frameworks, leverage AI tools for deeper
analysis, and provide executive leadership with data-driven narratives that
inform strategic decisions.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Data Ownership: High degree of accountability for data integrity with ability to build self-checking mechanisms
• Analytical Rigor: Strong ability to connect task completion to KPIs and business outcomes
• Communication Excellence: Translates complex data into clear recommendations for senior leadership
• Retail Operations Acumen: Deep understanding of store operations, labor planning, and field support models
• Cross-Functional Collaboration: Skilled at partnering across Operations, Finance, Merchandising, and Process teams
• Process Design: Ability to design efficient workflows and governance structures
• Technology Proficiency: Experience with BI tools (QuickSights), workflow automation (Smartsheet), and emerging AI tools

Nice To Haves

• Deep understanding of retail operations, store systems, and grocery industry challenges
• Experience with retail technology systems including POS, inventory management, supply chain, and customer experience platforms
• Knowledge of grocery-specific requirements including food safety systems, temperature monitoring, and perishable goods handling
• Familiarity with omnichannel retail strategies and integration between physical and digital grocery experiences

Responsibilities

• Own governance and maintenance of execution scorecards tracking Field Support team effectiveness across 500+ WWGS locations
• Establish and enforce governance frameworks for Store Business Review (SBR) and Team Business Review (TBR) processes
• Leverage AI tools to extract qualitative insights from business reviews, transforming narrative feedback into actionable themes and trends
• Monitor Field Support activation data to ensure alignment with operational objectives and business outcomes
• Maintain comprehensive roster of Process & Field Support team members including portfolio assignments, SME areas and activation & details
• Serve as FoodLogiQ administrator for Elevated Support incident tracking across verticals
• Monitor Elevated Support incidents to ensure proper categorization, assignment, and timely resolution
• Launch quarterly Elevated Support incidents based on Intake Survey data
• Track incident resolution timelines against SLAs and identify systemic operational issues requiring broader intervention
• Incorporate Elevated Support metrics and trends into bi-weekly Field Support leadership decks and quarterly governance reviews
• Coordinate with Operations Team Leads (OTLs) to document and escalate critical support needs appropriately
• Develop and maintain reporting mechanisms using REV, QuickSights, and Smartsheet to track store engagement, audit results, and retail excellence visit scorecards
• Analyze activation patterns to validate effectiveness of Field Support deployment and identify optimization opportunities
• Monitor store ticketing platforms monthly to assess SLA performance and identify systemic operational gaps
• Create executive-ready narratives and data visualizations for vertical QBRs, translating complex data into clear business insights
• Track and analyze Field Support team travel expenses against quarterly budgets
• Provide recommendations to align spending with strategic priorities and optimize resource deployment
• Design data collection mechanisms and self-service reporting tools that enable team autonomy
• Identify compliance risks proactively and develop mitigation strategies
• Create onboarding guides documenting ways of working, activation methods, and data sources
• Partner with cross-functional teams (Operations Process, Finance, Merchandising) to ensure Field Support activities drive measurable business outcomes
• Additional project management as needed, leveraging subject matter expertise, that may or may not directly support Field Support Team.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed